Explore

The Explore page provides you with tools that help you filter massive quantities of interaction data so that you can find the data you are interested in. Filtering can be performed in one of two ways:

• Searching—Creating a set of criteria and then searching for interactions or Events that meet those criteria. The set of criteria can be saved as a Saved Search. The search can then be run again as necessary. For example, you could search for calls that were handled by workgroup A, were processed using either Program B or Program C, and had the Category "Frustration" assigned to them. A list of calls matching these criteria would be displayed in an Interaction Grid.
• Content Browsing—Navigating in a tree structure in which recorded interactions are divided into groups based on specified characteristics. This method of sifting provides a visual overview of the database of interactions. You can browse through the database by expanding nodes to see more detailed breakdowns of interactions in a particular group, by filtering the tree to limit the display to certain types of interactions, and by viewing details about selected groups of interactions in an Interaction Grid. For example, you could browse through the database of interactions by dividing it into groups based on the workgroups that handled the interactions. If you expanded the nodes, you could see information about which interactions were handled by each agent in the workgroup.

Important

The Browsing feature is not available in the Recording UI mode.

Regardless of which sifting process you use, the end result is a list of items that is displayed in a grid. The grid lists interactions or Events that match your search criteria and contains detailed information about each item. You can use the results in a variety of ways and for many different purposes. For example, you can listen to selected calls, save the list of results for further use, or save selected calls from the grid in an Interaction List for use in a coaching session. In addition, the SpeechMiner Media Player can help you find the important parts of calls and play them back without wasting precious time listening to every second of each call.